Executive - Complaints

The Executive Complaints role is focused on managing and coordinating customer complaints to ensure they are addressed promptly and effectively. This position requires close collaboration with multiple departments including Production, Quality Control/Quality Assurance, Supply Chain Management, Reposition Store, Customer Service, Sales, and Site Teams. The primary objective is to facilitate the resolution of complaints by monitoring progress, providing technical support, and maintaining clear communication both internally and with customers.

Key Responsibilities:
- Coordinate customer complaints with relevant departments to ensure timely and effective resolution.
- Monitor all complaint rectification activities from initiation through to closure, ensuring no delays.
- Liaise with Supply Chain Management and Reposition Store to arrange necessary materials for complaint resolution.
- Follow up regularly with Production teams regarding complaint-related tasks and any outstanding requirements.
- Provide technical assistance during the complaint investigation and rectification processes.
- Track complaint status, including aging and overdue cases, and escalate critical issues promptly.
- Maintain comprehensive and accurate records of complaints, documentation, and status updates.
- Manage communication related to complaints with customers, site representatives, and internal teams to ensure transparency.
- Conduct regular follow-ups on pending complaints and monitor the progress of their resolution.
- Prepare performance reports on complaint handling, highlighting recurring issues and suggesting areas for improvement.

Required Qualifications:
- Bachelor’s degree in Engineering, Quality Management, Industrial Management, or a related technical discipline.
- 2 to 3 years of relevant experience in complaint management or a similar role.
- Strong coordination and follow-up skills to manage cross-functional activities effectively.
- Solid technical understanding to support complaint resolution processes.
- Excellent problem-solving abilities combined with strong communication skills.
- Proficiency in documentation, reporting, and maintaining detailed records.
- Ability to collaborate effectively across multiple departments and teams.

No preferred qualifications or benefits were specified for this position.